HAL - Guest Services Manager - Global

Department: Guest Svc

Employment Type: Fixed Term Contract

Location: Global

Reporting To: Assistant Hotel General Manager

Description

The GSM is the gatekeeper and overall team leader of the Guest Services operation and Guest Services functions on the ship. To ensure premium service and highly efficient Guest Services the GSM will maintain a constant awareness of all the factors, facts, figures, statistics, causes, and services related to the department and its functions. This will include but not be limited to the analytical review of guest satisfaction scores and the performance of root cause analysis.

The GSM function is one of high visibility that requires effective, all-inclusive proactive team leadership and management skills. As the leader of Guest Services, the GSM is to model the mantra of Guest Services by maintaining high visibility in the public areas and effectively working across departmental boundaries.

Key Responsibilities

Guest satisfaction

• The GSM is the gatekeeper and overall team leader of the Guest Services operation and Guest Services functions on the ship. To ensure premium service and highly efficient Guest Services the GSM will maintain a constant awareness of all the factors, facts, figures, statistics, causes, and services related to the department and its functions. This will include but not be limited to the analytical review of guest satisfaction scores and the performance of root cause analysis.
• The GSM function is one of high visibility that requires effective, all-inclusive proactive team leadership and management skills. As the leader of Guest Services, the GSM is to model the mantra of Guest Services by maintaining high visibility in the public areas and effectively working across departmental boundaries.

Revenue and Cost Management

• Manage compensation within guidelines, ensuring optimum balance and adequacy between the severity and nature of the issue and the related offering in each instance. Maintain a constant awareness of subordinate’s actions in that regard and review as necessary.
• Promote various services and programs as appropriate to generate revenue.
• Actively support the AGHM / *GHM revenue enhancement efforts and initiatives.

Operations

• Ensure the elements of the Global Guest Program are delivered as specified and as they apply to guest services.
• Become familiar with, acquire a working knowledge of the systems used by, and the responsibilities of the Documentation Manager, Event Coordinator and Front Desk Manager. Thoroughly understand the critical elements of their respective functions and maintain a constant awareness of any changes or updates in rules and regulations impacting their duties.
• Participate in any official representation duties as required by the ship's management.
• Be on the floor visible by public figure.
• Perform administrative and record-keeping tasks associated with Guest Services Manager function.
• Hold responsibility for the accuracy and timeliness of the dispatch of official reports to the company and authorities.
• Champions the use of the Navigator App experience tools to drive greater onboard revenue and guest satisfaction performance.

Staff Management and Development

• Directly manage, guide and mentor the Documentation Manager, Event Coordinator and Front Desk Manager ensuring their development, that of their respective staff and the delivery of their duties.
• Oversee that cash handling by staff follows the established policies and accounting procedures.
• Oversee and ensure ongoing Guest Service Training during daily, weekly, and monthly training sessions.
• Play the leading role in ensuring the smooth, progressive, successful, and complete integration of newly hired staff within the Guest Services Operation.
• Maintain accurate documentation of each direct report’s performance; hold performance conversations focusing on achievements, progress, development, and opportunities for improvement.
• Provide coaching, mentoring and motivation to the staff which supports employee development and fosters tenure.
• Provide operational direction and effective leadership to ensure accomplishment of duties and achievement of departmental objectives while ensuring priorities that reflect the most critical needs of the business are set.
• Establish and maintain effective and productive working relationships with staff, supervisors, managers, and officers, within and across departmental boundaries.
• Maintain a work environment that fosters the coaching, mentoring and development of subordinate staff in consensus with the AG